9

Technology & Livelihood Education

(TLE – ICT) Contact center services
Quarter 1 – Module 1:
Analysis of Personal Competencies
and Skills (PECs) in relation to
a practitioner
Technology and Livelihood Education 9
Alternative Delivery Mode
Quarter 2– Module 1: ICT-Contact center services
First Edition, 2020

Republic Act 8293, section 176 states that: No copyright shall subsist in
any work of the Government of the Philippines. However, prior approval of the
government agency or office wherein the work is created shall be necessary for
exploitation of such work for profit. Such agency or office may, among other things,
impose as a condition the payment of royalties.

Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand

names, trademarks, etc.) included in this module are owned by their respective
copyright holders. Every effort has been exerted to locate and seek permission to
use these materials from their respective copyright owners. The publisher and
authors do not represent nor claim ownership over them.

Published by the Department of Education, Bais City Division

School Division Superintendent: Dexter Y. Aguilar, Ed.D, CESO VI
Assistant School Division Superintendent: Arnulfo A. Adana

Development Team of the Module

Writer: Nelson A. Eregil
Editor:
Reviewers: Ramonito S. Cortez Maria Ligaya G. Panganiban
Cheryl Mae P. Reyes
Illustrator Jessa C. Casile
Management Team: Cherry D. Catarman Salvacion A. Adana
Maria Ligaya G. Panganiban

Printed in the Philippines by Bais City Division

Department of Education – Region 7, Central Visayas

Office Address: Laurel St., Bais City, Negros Oriental

Telefax: (035) 402 – 3172 / 522 – 1907

E-mail Address: baiscity@deped.gov.ph
This module has the following parts and corresponding icons:

What I Need to Know This will give you an idea of the skills or
competencies you are expected to learn in
the module.

What I Know This part includes an activity that aims to

check what you already know about the
lesson to take. If you get all the answers
correct (100%), you may decide to skip this
module.

What’s In This is a brief drill or review to help you link

the current lesson with the previous one.

What’s New In this portion, the new lesson will be

introduced to you in various ways such as a
story, a song, a poem, a problem opener, an
activity or a situation.

What is It This section provides a brief discussion of

the lesson. This aims to help you discover
and understand new concepts and skills.

What’s More This comprises activities for independent

practice to solidify your understanding and
skills of the topic. You may check the
answers to the exercises using the Answer
Key at the end of the module.

What I Have Learned This includes questions or blank

sentence/paragraph to be filled in to
process what you learned from the lesson.

What I Can Do This section provides an activity which will

help you transfer your new knowledge or
skill into real life situations or concerns.

Assessment This is a task which aims to evaluate your

level of mastery in achieving the learning
competency.

Additional Activities In this portion, another activity will be given

to you to enrich your knowledge or skill of
the lesson learned. This also tends retention
of learned concepts.

Answer Key This contains answers to all activities in the

module.

At the end of this module you will also find:

References This is a list of all sources used in

developing this module.
 What I Need to Know

This module is a specialization course that leads to a Contact center services

Level II – NCII. It covers two common competencies that a high school student –Grade
9 needed to acquire, namely:1) Assess one’s PECs: characteristics, attributes, lifestyle,
skills, traits; 2) Align one’s PECs with those of a practitioner/entrepreneur.

These competencies are covered in 1 Lesson/Module-1 for week 1 and 2 of

Quarter 1:

Lesson 1/Module-1 – Analysis of Personal Entrepreneurial and Competencies (PECs)

in relation to a practitioner.

LO1. Assess one’s PECs: characteristics, attributes, lifestyle, skills, traits;

LO2. Align one’s PECs with those of a practitioner/entrepreneur.

Your success in this specialization course on ICT Contact center services is

shown in your ability to perform the performance standards found in each learning
outcome.
 What I Know

Read and understand the questions below. Select the best answer for each item
then write your choice on your answer sheet.
(Note: Please use a separate sheet of a 1 whole paper for all of your answers,
write a label on top: Week 1 – Quarter 1 and date you’ve completed your answers, and
your name and section) Important: Label every activity you’ve answered,
Example: What I Know (1-5 answers)

1. Which of the following is NOT considered as a characteristic of an entrepreneur?

A. Copes with failure C. Persistent
B. Dependent D. Opportunity seeker

2. Mrs. Magno follows the advice of a friend to be flexible especially if she intends to
open a retail business. What PECs has been demonstrated by Mrs. Magno?
A. Self- confidence C. Open to feedback
B. Reliable and integrity D. Persistent

3. If Mrs. Magno wants to ensure a profitable business operation, what characteristic

will she maintain?
A. Commitment C. Futuristic
B. Goal setting D. Opportunity seeking

4. Which characteristics of an entrepreneur best described this statement, ‘The

success of your business depends on how much time and effort you will spend on it’
A. Hard working C. Self - confidence
B. Future oriented D. Profit - oriented

5. Which characteristics of an entrepreneur the statement below refers to?

Everything in your business will have to be set clearly, organized, and planned
depending on the goal you want to achieve.
A. Goal – oriented C. Self - confidence
B. Commitment D. Willing to listen

What’s In

Direction: Arrange the scrambled letters to form a word with each corresponding
description. Use a separate paper write your name and section. Label every
part/activity accordingly Ex. “What’s in” then your 1 to 5 answers.

1. daHr oWrngik (2 words)

_________________ The success of your business depends on how much time and
effort you will spend on it.

2. felS - fidenConce (hyphenated word)

________________ You must have a strong faith in your ability despite the problems
that you will encounter along the way.

3. kRis – aTrek (hyphenated word)

________________ Risk sometimes cannot be anticipated.

4. .moCmttied (one word)

________________ You must separate the money for your business from the amount
that you need to spend for personal obligations and lifestyles.

5. rePsisteenc
________________ As an entrepreneur, you must be firm, strong-willed, and stick or
follow your own belief.
 What’s New

Entrepreneurship has brought great success to some, but it's not a career path for all.
Every individual has different skills and personal traits. Some are determined to be
successful in every endeavor they plan to achieve and are considered hard working
person, while others are good in setting a long-term goal and have a strong faith in
their ability despite the problems that they will encounter along the way.

Entrepreneurs are those with the skills and capabilities to see and evaluate business
opportunities. They are individuals who can strategically identify products or services
needed by the community, and have the capacity to deliver them at the right time and
at the right place.

Entrepreneurship, on the other hand, is not just a simple business activity but a
strategic process of innovation and new product creation. Basically, entrepreneurship
is both an art and science of converting business ideas into marketable products or
services to improve the quality of living.

Important Entrepreneurial Traits

The following are the fundamental characteristics of an entrepreneur:

1. Hard working: If you are determined to run your own business, you must
concentrate on your work either as a producer or a seller. The success of your
business depends on how much time and effort you will spend on it.
2. Self- Confidence: You must have a strong faith in your ability despite the problems
that you will encounter along the way.
3. Future-Oriented: Once a person enters in a line of business, you must understand
that you are in a non-stop contract that an entrepreneur should understand. It may
take several years to build up a business to a reasonable standard. The goal for most
successful business people is to build a secure job and stable income for themselves
based on their own ability.
4. Profit-Oriented: When you enter into the world of business, obviously, you are
looking for income because you know that this will be your bread and butter not only
for you but also for your family. Therefore, you must see to it the business can
generate income. Another plan of action is to expand your own business through the
use of your generated income.
5. Goal-Oriented: An entrepreneur is forward looking. You have an advanced
preparation for your business. You set a long-term goal for the activities that are
needed, an extensive preparation for the production process and procedures that you
need to go through to acquire, human and non-human resources. Everything in
your business will have to be set clearly, organized, and planned depending on the
goal you want to achieve.
6. Persistence: Differences in opinion and judgment. Your opponent can be a part of
the rejection on what you intend to do for your endeavor. As an entrepreneur, you
must be firm, strong-willed, and stick or follow your own belief.
7. Copes with Failure: “Learn from your mistakes”. As an entrepreneur, you must
learn how to deal with the frustrations and failures instead, turn these into productive
learning experiences.
8. Responds to Feedback or Open to Feedback: You must be concerned to know
how well you are doing and keep track of your performance. You must obtain useful
feedback and advice from others.
9. Take the Initiative: A successful entrepreneur takes the initiative. You must put
yourself in a position where you personally are responsible for the failure or success of
your business.
10. Willing to Listen: Take time to listen to the advice, suggestions, and
recommendations of fellow entrepreneurs. It will help your business grow.
11. Set your Own Standards: This involves developing and using logical, step-by-step
plans to reach the goals, or offering evaluation alternatives, monitoring progress, and
switching to successful strategies for the goal you want to achieve. To be a successful
entrepreneur you must take into consideration that sales and production depend on
your own standards.
12. Copes with Uncertainty: Pursue your vision to be a successful entrepreneur, you
should know how to handle unusual events that may happen in the business which
include problems in managing the workers, problems on the delivery of goods and
services, and the problems on demand and production. You must be patient in dealing
with these uncertainties.
13. Committed: You should know that in your business, personal needs, attachment
to your friends, families and relatives are set aside. You must separate the money for
your business from the amount that you need to spend for personal obligations and
lifestyles.
14. Builds on Strengths: Successful business people base their work on strengths.
Use your manual skills, knowledge in creating products or services, knowledge in
trade and industry, ability to make and use of a wide network of contacts to build your
business.
15. Reliable and has Integrity: An entrepreneur must build a good reputation,
possess the courage to do the right thing, do what you say, walk your talk, be loyal,
and be fair in dealing with the subordinates and costumers.
16. Risk-Taker: Risk sometimes cannot be anticipated. When misfortunes happen,
consider these as challenges and work them out and set good alternatives. Risks may
result to loss of your business or even bankruptcy.

Here are your guides on how to strengthen your own PECs.

1. React positively to criticisms and open to feedback.

2. Always demonstrate positive attitude to achieve a desired goal.
3. Always project strong and well-balanced behavior.
4. Always exercise the assertive style in your work environment.
5. Avoid being too passive and too aggressive.
6. Don’t let anyone worsen your business life.
7. Prioritize your business goal rather than personal goal in order to become a
successful entrepreneur.
8. Acquire specific skills for creating and maintaining a conducive work environment.
9. Be responsible in everything you do in your business.
10. Always observe business ethics in putting up a business.

Listed below are the important skills of a successful entrepreneur:

 Excellent planner: Planning involves strategic thinking and goal setting to achieve
objectives by carefully maximizing all the available resources. A good entrepreneur
develops and follows the steps in the plans diligently to realize goals. A good
entrepreneur knows that planning is an effective skill only when combined with
action.

 Possesses people skills: This is a very important skill needed to be successful in

any kind of business. People skills refer to effective and efficient communication and
establishing good relationship to the people working in and out of your business. In
day-to-day business transactions, you need to deal with people. A well-developed
interpersonal skill can make a huge difference between success and failure of the
business.

 Sound decision maker: Successful entrepreneurs have the ability to think quickly
and to make wise decisions towards a pre-determined set of objectives. No one can
deny that the ability to make wise decisions is an important skill that an entrepreneur
should possess. Sound decisions should be based on given facts and information and
lead towards the pre-determined objectives.
 What’s More

Activity1: Aligning one’s PECs

Directions: Choose from the list below the characteristics and traits that best
describe your own personal entrepreneurial characteristics. (List as many as it
describes your own best)

Creative Resourceful Persistent Organized Independent

Confident Risk taker Observant Competent Trustworthy
Optimistic Passionate Flexible Sensitive Committed
Dynamic Efficient Hardworking Decision-maker Reliable
Knowledgeable Persevering Decisive Strong–minded Courteous

Example:
My Personal Entrepreneurial Characteristics:
1. Knowledgeable
2. Confident
3. Sensitive

What I Have Learned

1. Hard working: The success of your business depends on how much time and effort
you will spend on it.
2. Self- Confidence: You must have a strong faith in your ability despite the problems
that you will encounter along the way.
3. Future-Oriented: Once a person enters in a line of business, you must understand
that you are in a non-stop contract that an entrepreneur should understand.
4. Profit-Oriented: When you enter into the world of business, obviously, you are
looking for income because you know that this will be your bread and butter not only
for you but also for your family.
5. Goal-Oriented: An entrepreneur is forward looking. You have an advanced
preparation for your business. You set a long-term goal for the activities that are
needed, an extensive preparation for the production process and procedures that you
need to go through to acquire, human and non-human resources.
6. Persistence: Differences in opinion and judgment. Your opponent can be a part of
the rejection on what you intend to do for your endeavor. As an entrepreneur, you
must be firm, strong-willed, and stick or follow your own belief.
7. Copes with Failure: “Learn from your mistakes”. As an entrepreneur, you must
learn how to deal with the frustrations and failures instead, turn these into productive
learning experiences.
8. Responds to Feedback or Open to Feedback: You must be concerned to know how
well you are doing and keep track of your performance. You must obtain useful
feedback and advice from others.
9. Take the Initiative: A successful entrepreneur takes the initiative. You must put
yourself in a position where you personally are responsible for the failure or success of
your business.
10. Willing to Listen: Take time to listen to the advice, suggestions, and
recommendations of fellow entrepreneurs. It will help your business grow.
11. Set your Own Standards: This involves developing and using logical, step-by-step
plans to reach the goals, or offering evaluation alternatives, monitoring progress, and
switching to successful strategies for the goal you want to achieve.
12. Copes with Uncertainty: Pursue your vision to be a successful entrepreneur, you
should know how to handle unusual events that may happen in the business which
include problems in managing the workers, problems on the delivery of goods and
services, and the problems on demand and production.
13. Committed: You should know that in your business, personal needs, attachment
to your friends, families and relatives are set aside. You must separate the money for
your business from the amount that you need to spend for personal obligations and
lifestyles.
14. Builds on Strengths: Successful business people base their work on strengths. Use
your manual skills, knowledge in creating products or services, knowledge in trade
and industry, ability to make and use of a wide network of contacts to build your
business.
15. Reliable and has Integrity: An entrepreneur must build a good reputation, possess
the courage to do the right thing, do what you say, walk your talk, be loyal, and be fair
in dealing with the subordinates and costumers.
16. Risk-Taker: Risk sometimes cannot be anticipated. When misfortunes happen,
consider these as challenges and work them out and set good alternatives. Risks may
result to loss of your business or even bankruptcy.

What I Can Do

PECs Checklist
Directions: Using the PECs checklist, assess yourself by putting a check (/) mark in
either strengths or development areas column. Copy the template to your answer
sheet/paper.

Personal Assessment in terms of:

Personal Entrepreneurial
Strengths Development Areas
Competencies (PECs) of an
Entrepreneur

Hardworking
- Works diligently

Confident
- Self-reliance in one’s ability

Disciplined
- Always stick to the plan

Committed
- Solid dedication

Ability to accept changes

 - Adaptable

Creative
- Innovative to have edge over other
competitors

Profit-oriented
- Always looking for an opportunity to
have/earn income

Excellent planner
- Strategic thinking and setting of goals

Possess people skill

- Effective and efficient communication
skills and relates well to people

Sound decision maker

- Makes wise decisions towards the set
objectives

Assessment

Multiple Choice. Choose the letter of the best answer. Write your answer on the
paper you have used with other activities label this with “Assessment”.

1. Which of the following kay terms best described this statement ‘Risks may result to
loss of your business or even bankruptcy.”

A. Risk-taker C. Integrity
B. Committed D. Reliability

2. Select the key term that best described the statement, “The success of your
business depends on how much time and effort you will spend on it.”
A. Hard working C. Committed
B. Confidence D. Reliable

3. Select the key term that best described the statement, “You must separate the
money for your business from the amount that you need to spend for personal
obligations and lifestyles.”

A. Committed C. Copes with failure

B. Integrity D. Reliability

4. Which entrepreneurial traits best described this statement, “Take time to listen to
the advice, suggestions, and recommendations of fellow entrepreneurs.”
A. Copes with uncertainty C. Set your own standards
B. Builds on strength D. Willing to listen

5. Which of the following is NOT important skills of a successful entrepreneur?

A. Excellent planner C. Sound decision maker

B. Possesses people skills D. Spending too much for unnecessary things
 Answer Key

Assessment What's More What I Know

1. A Answers may vary 1. B
2. A 2. C
3. A 3. A
4. D 4. A
5. D 5. A

Note:
Don’t forget to copy in your personal TLE notebook the
concepts discussed in “What’s New” or the summary in “What
I have learned”

Personal notes will be checked every end of the grading.

References
Owen M. Milambiling, Cesar T. Arriola, Dante B. Bermas, Ronaldo V. Ramilo, Rosalie P. Lujero, Diana
Marie B. Dagli, Dr. Virgilio O. Guevarra, and Maria Angelica G. Mates. 2013. "Technology and
Livelihood Education – Information and Communications Technology Grade 9 Learner's
material." Department of Education, Republic of the Philippines. Accessed September 7, 2021.

For inquiries or feedback, please write or call:

Department of Education – Bais City Division, Learning Resource

Management Section

Laurel St. Bais City, Negros Oriental, Philippines 6206

Telephone No: (035) 402 – 3161, 522 - 1907

Email Address: bais.city@deped.gov.ph

Reminders:: For exclusive use only of Bais City

National High School/Division. Need for further
evaluation